Customer Service Front Desk

Josephine Kelley

*** *. ****** **.

*/* ****** ***.

Tyler TX, 75701

*** – 954 – 9249

********@*****.***

PROFESSIONAL SKILLS

Skilled at solving customer relations issues by seeking first to understand and then to be understood.

Ability to effectively deal with people with high levels of patience, tact and diplomacy.

Able to defuse anger, collect accurate information and resolve conflicts.

Proficient in Microsoft Office and able to type 35+ wpm.

Studied Math / Biology at TJC & UTTyler

EMPLOYMENT HISTORY

East Texas Crisis Center – Full-time 06/2010 – Present

Residential Advocate

Monitor residential area of Women’s shelter for safety

Assists ladies during shift for any potential needs

Maintains and upkeeps files on all current residents

Monitors and answers the Hotline

NDMJ Transportation– Tyler Taxi – Part-time 02/2011 – Present

Night Shift Supervisor / Dispatcher

Dispatches and answer phones and place reservations

Handles commercial accounts

Verifies drivers paperwork and deposits their money at end of shift

Schedules drivers and cars

Manages drivers and call takers and office tension during peak times and high stress

Hampton Inn; Tyler, TX 12/2008 – 06/2010

Front Desk Manager

Trained and retrained all Front Desk employees as per requirement.

Created reports for the Front Office to help with organization.

Handled all customer service issues such as inquires or complaints.

Handled account payable and accounts receivable, and money drawer.

Managed Guest Services operations to ensure quality and service standards were met.

Night Auditor

Verified and balanced records of financial transactions reported by various hotel departments during day, using bookkeeping, and calculating machines.

Organized and verified receipts; identifying, researching, and correcting discrepancies; posting accounts; running and distributing daily reports.

Prepared daily Food & Beverage Revenue Report data by auditing Point of Service printouts to breakdown revenue covers, waiters' fees, tips paid out and settlements by type and cashier.

Ran audit reports from the front office system, Point of Service and the computer.

EMPLOYMENT HISTORY (continued)

Hilton Garden Inn; Tyler, TX 12/2008 – 02/2010

Night Auditor (same as above)

Holiday Inn – South Broadway; Tyler, TX 11/2007 – 11/2008

Night Auditor / Front Desk Clerk (same as above)

Tyler Junior College; Tyler, TX 01/2002 – 05/2007

Individual Tutor of Math (Developmental Math – Precalculus)

Individual Tutor of Human Anatomy and Physiology

Group Tutor in Developmental Math Lab

EDUCATION

University of Texas at Tyler; Tyler, TX 2005 – 2007

Bachelor of Science (on hiatus)

Major – Mathematics

Tyler Junior College; Tyler TX 2001 – 2005

Associates in Applied Science – Biology

REFERENCES

Personal References –

Lee Ann Williams (1989 – Present) Mark Lanier (1988 – Present)

Public School Teacher Public School Teacher / Coach

Tarkington ISD, Tarkington TX Tyler ISD, Tyler TX

281 – 806 – 2275 903 – 330 – 1813

ETCC – References –

Mamie White (2010 – Present) LeeAnn Guitierrez (2012 – Present)

Residential Living Consultant Residential Advocate

Former supervisor – Shelter Director ETCC

ETCC 903 – 714 – 9311

903 – 520 – 3718

Taxi References –

William Jackson (2012 – Present) Kevin Kinser (2012 – Present)

Driver Driver

NDMJ – Tyler Taxi NDMJ – Tyler Taxi

903 – 312 – 2420 903 – 941 – 1252

Jim Copeland (2013 – Present) Tonya Jones (2012 – Present)

Driver Dispatcher / Driver

NDMJ – Tyler Taxi NDMJ – Tyler Taxi

903 – 363 – 6454 903 – 681 – 3380

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